Support Engineering Manager

Support Engineering Manager

Microsoft
5-8 years
Not Specified

Job Description



Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

Support Engineer Manager (SEM) specialize in product configuration. As an SEM, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.

We seek out people who:
- Are thoughtful, analytical leaders
- Have a passion for technology and continuous learning
- Thrive in dynamic, high-stress environments
- Are eager to collaborate and build strong relationships
- Are able to see a problem from many angles
- Embrace multicultural environments

- People/Performance Management - Supervising and enhancing the performance of a team of Cloud Services Technical Advisors & Support Engineers in the areas of customer satisfaction, technical expertise, collaboration and timeliness of support delivery.
- Business/Operation/Reviews - Drive a culture of accountability within the MS FTE team maximizing team efficiency, and ensuring alignment with SDMs, Supplier Staff and other Stake Holders to meet and exceed business scorecard targets.
- Team Readiness & Development - Identify and implement solutions / capabilities that increases TA's/SE's effectiveness and ensure career development, succession and retention plans are in place for the team with a personal development plan for each individual tracked with regular connects / 1:1s
- Work Environment - Increase / maintain the health and collaboration of the workgroup and effectiveness as a People Manager
- Resource Management - Lead and drive Headcount Planning/Hiring/Financials/Scheduling/Availability/TA Travel etc. for Technical Advisors and Support Engineers
- Business & Stake Holder Connect - As a key partner of the business supported, connect regularly with SDM, Regional Stake Holders and Suppliers
- Daily Ops & Quality Assurance - Monitor daily operations of TAs and SEs and ensure they are complying with daily operational rigor
- LOB Scorecard Co-Ownership - Attain team/group/cluster/regional KPI Goals by working closely with Suppliers, SDMs and Technical Advisors by driving all the lead measures in the business and maintain business health

required:
. strong experience in program leadership of customer, partner or client satisfaction measurements and improvements in a sales or partner setting
. previous experience in tracking, understanding, and driving improvements based on customer, partner, or client feedback
. demonstrated ability to build/lead a team (i.e., technical support, service delivery, and/or customer-oriented environment), ability to hire, develop and retain top talent and set goals and expectation
. 5+ years operational excellence, delivery management, account management, sales, or vendor management experience
. 3+ years people leadership experience

preferred:
. bachelor's degree or equivalent experience desirable
. excellent written and oral english language skills
. experience in an enterprise support and/or customer service environments with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes
. passion for and track record for delivering great customer experiences.
. consistently practices and demonstrates strong organizational, communication, project management, negotiation, stakeholder management and problem-solving skills
. passion and interest in enhancing the customer experience (customer obsession)
. problem solver. ability to apply judgement in high pressure situations with minimal external guidance
. excellent at multi-tasking & task prioritization with exceptional organizational skills & strong attention to detail
. understanding of reactive case lifecycle and troubleshooting methodology
. familiarity with microsoft products, programs, policies, and services

ability to meet microsoft, customer and / or government security screening requirements are required for this role. these requirements include, but are not limited to the following specialized security screenings: microsoft cloud background check: this position will be required to pass the microsoft cloud background check upon hire / transfer and every two years thereafter.

About Microsoft

Microsoft Corporation, commonly known as Microsoft, is an American multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services headquarted at the Microsoft Redmond campus located in Redmond, Washington, United States.

Job Source : careers.microsoft.com

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